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Return & Refund Policy | Moehair – Moehair USA Inc.

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RETURN & REFUND POLICY

At Moehair, customer satisfaction is extremely important to us. We are committed to delivering premium-quality hair care and cosmetic products. However, due to the hygienic nature of personal care products, all return, refund, and exchange requests are subject to the terms and conditions mentioned below.

By placing an order on our website, customers acknowledge that they have carefully reviewed the product descriptions, ingredients, usage instructions, suitability information, and this Return & Refund Policy before completing the purchase.

You may request a return, exchange, or refund within 15 days of purchase, only if your order qualifies under the eligible conditions mentioned below.

For any support regarding your order, please contact us at:

📧 contact@moehair.com
📞 +1 (888) 663-7032

To help us process your request quickly, kindly provide:

  • Your order number
  • Proof of purchase
  • Registered contact details
  • Clear photos/videos showing the issue
  • A detailed explanation of the concern

1. Non-Returnable & Non-Refundable Conditions

Due to hygiene, safety, and product integrity standards, certain situations are strictly non-returnable and non-refundable.

Returns, refunds, replacements, or exchanges will NOT be accepted under the following circumstances:

  • Product not suitable for your hair type, scalp condition, or expectations
  • Customer dissatisfaction due to personal preference, texture, fragrance, consistency, or expected results
  • “Change of mind” after the order has been placed or delivered
  • Products ordered incorrectly by the customer
  • Incorrect shade, variant, or product selected during checkout by the customer
  • Customer no longer wants the product after delivery
  • Products refused or rejected after shipment for personal reasons
  • Opened, used, tested, or partially consumed products
  • Products without original packaging, labels, seals, or tags
  • Products damaged due to improper handling, misuse, or incorrect application by the customer
  • Hair care or cosmetic results not matching personal expectations
  • Requests made without valid proof of purchase
  • Products returned after being used or trial-tested by the customer
  • Requests stating reasons such as:
    • “I changed my mind”
    • “I don’t like it anymore”
    • “The color didn’t look as expected”
    • “It did not suit me personally”
    • “I ordered by mistake”

Please Note: Hair care and cosmetic product results may vary from person to person depending on hair history, chemical treatments, texture, maintenance routine, application process, and individual hair condition. Therefore, dissatisfaction based on personal experience or suitability does not qualify for a return, refund, or exchange.

For hygiene and safety reasons, products that have already been delivered, opened, used, tested, or refused after shipment cannot be returned under any circumstances unless the item received is damaged, defective, or incorrect.

2. Eligible Return & Refund Conditions

A return, replacement, exchange, or refund request will only be considered in the following cases:

  • You received a damaged product
  • You received the wrong item or incorrect variant
  • The product arrived leaking, broken, or physically defective
  • The product has a verified manufacturing defect
  • The order was incomplete due to an error from our side

To process such requests, customers must provide:

  • Proof of purchase/order confirmation
  • Unboxing video (if available)
  • Clear photos/videos showing the issue
  • Images of packaging and shipping label

Moehair reserves the right to inspect and verify all claims before approving any refund, replacement, or exchange request.

3. Customer Responsibility

Customers are responsible for reviewing all product-related information before placing an order, including:

  • Product descriptions
  • Ingredients list
  • Usage instructions
  • Processing/application methods
  • Hair compatibility and suitability
  • Developer strength and mixing instructions (where applicable)

If you are unsure about product suitability, we strongly recommend contacting our support team before placing an order.

4. Hygiene & Safety Policy

Due to the nature of hair care and cosmetic products, we maintain strict hygiene and safety protocols.

  • Opened or used products are strictly non-returnable
  • Products with broken seals cannot be returned
  • Used personal care products cannot be resold or restocked
  • This policy helps us maintain customer hygiene and product safety standards

5. Refund Policy

Approved refunds will only be issued after complete verification of the request and eligibility review.

Refunds will:

  • Be processed to the original payment method only
  • Be issued after inspection and approval
  • Exclude shipping, handling, customs, or delivery charges

Please allow standard banking processing time for the refunded amount to reflect in your account.

Important: Return shipping costs are the responsibility of the customer unless the issue occurred due to our error.

6. Exchange Policy

Exchange requests must be made within 15 days of purchase.

Exchange requests may be approved only if:

  • The item is unused
  • The item is in original packaging
  • The customer provides proof of damage, defect, or incorrect shipment

Exchange approvals are subject to stock availability and internal verification.

Customers are responsible for applicable exchange shipping costs unless the issue occurred from our side.

7. Alternative Resolution Support

In situations where a return or refund is not applicable, our support team may still assist customers through:

  • Product usage guidance
  • Personalized recommendations
  • Application support
  • Case-by-case exchange assistance

Our goal is always to help customers achieve the best possible experience with Moehair products.

8. Shipping & Delivery Responsibility

Once an order has been shipped and marked as delivered by the shipping carrier, Moehair is not responsible for:

  • Incorrect shipping addresses entered by customers
  • Package refusal after shipment
  • Failed delivery attempts due to customer unavailability
  • Delays caused by carriers, customs, weather, or external logistics issues

Customers are responsible for ensuring accurate shipping information before placing an order.

9. Policy Transparency

This Return & Refund Policy is available:

  • On our website
  • On product pages
  • During checkout

We strongly encourage all customers to review this policy carefully before completing a purchase to avoid misunderstandings regarding returns, refunds, and exchanges.

Important Notice

By placing an order with Moehair, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.